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Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Internal Distribution:
External Distribution:
POA End-To-End Customer Complaints Procedure — Joint Working
Document
Joint Working Document
HNG-X / HNG-X Application Roll Out Transitional Period / Pre HNG-
X Application Roll Out Transitional Period
This document describes the POA End-to-End Customer
Complaints Procedure.
APPROVED
Liz Melrose —- CS Service Delivery Team Manager
Peter Thompson, Tony Wicks, Mike Woolgar, lan Venables, Kirsty
Walmsley, Naomi Elliott, Alex Kemp, Mike Stewart, Nick Crow,
Denise Miller, Dave Wilcox, lan Mills, Paul Gardner, Becky West,
John Casey, Nick Rignall
Adam Martin (POL), Gary Blackburn (POL), Andy Barnes (POL),
Julie Edgley (POL)
Approval Authorities:
Name Role Signature
Naomi Elliott Director Customer Services
Date
Paul Gardner HSD Operations Manager
Gary Blackburn Systems Live Service Manager -
POL
Contact Centre Service
Monitoring & Reporting
Manager - POL
Julie Edgley
Contact Centre Service
Improvement Analyst - POL
Andy Barnes
Note:
See Post Office Account HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ION/0001) for guidance.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.
0.1 Table of Contents.
0.2 Document History.
0.3 Review Detail
0.4 Associated Dox
0.5 Abbreviations.
0.6 Glossary...
0.7. Changes Expecte
0.8 Accuracy.
0.9 Copyrigh
INTRODUCTION
1 Process Owner..
.2 Process Objective.
3 Process Rationale.
2 MANDATORY GUIDELINES...........cessssssssssssesesscnsseseseeencsestsessensesssnssssneenseseaearenes 8
3 DEFINITIONS...
3.1. Standard Complaint.
3.2 High Profile Compla' _
3.3. Management Information Definition:
3.3.1 Complaint Logging.
3.3.2 Complaint Closure..
4 END-TO-END COMPLAINTS PROCESSEG..........sscsssesessessesessensstseesesseeeeeseaeee 1
4.1 Standard Complaints Process Flow.
4.1.1 Process Definition................
4.2 High Profile Complaints Process..
4.2.1 Process Definition
5 DISPUTED COMPLAINTG.........:s:sssssesessessssessesssssesscacessesseeesenseensesensetenacasaseeaseaces 17
6 MANAGEMENT INFORMATION..........ccscssssssesssessssessessscssesssenssseesseesseetsessesesee 18
7 ROLES AND RESPONSIBILITIES.
7.1 NBSC......
7.2 POL Service Manage!
7.3
7.4
75
7.6 Service Delivery Team Manager.
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8 APPENDICES.
8.1 Contact Details.
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0.2 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
on 03-Oct-06 First draft — to detail the End-to-End Customer Complaints
Process. Draft taken from IMT Complaints Procedure
(PRO/HSD/016)
02 10-Oct-06 Typographical errors corrected following review. HPC process
detailed as separate process.
1.0 6-Nov-06 Updates from review of 0.2 added. Document issued for review
0.3 Review Details
Review Comments by
Review Comments to Liz Melrose & PostOfficeAccountDocumentManagement _
Mandatory Review
Role Name
Director Customer Services Naomi Elliott
HSD Operations Manager Paul Gardner
Systems Live Service Manager - POL
Gary Blackburn
Contact Centre Service Improvement Analyst -
POL
Andy Barnes
Contact Centre Service Monitoring & Reporting
Manager - POL
Role
Julie Edgley
Name
Optional Review
FS CS Service Delivery Manager DataTransfer
Kirsty Walmsley
FS CS Service Delivery Manager Engineering lan Venables
FS CS Service Delivery Manager BankOnLine Mike Stewart
FS CS Service Delivery Manager BankOnLine Mike Woolgar
FS CS Service Delivery Manager Branch Network I lan Mills
IMT Manager John Casey
Issued for Information — Please restrict th
distribution list to a minimum
Position/Role Name
(* ) = Reviewers that returned comments
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0.4 Associated Documents (Internal & External)
Reference Version Date Title Source
PGM/DCM/TEM/0001 I 1.0 13/6/06 Fujitsu Services Post Office Account HNG-X I Dimensions
(00 NOT REMOVE) Document Template
SVM/SDM/SD/0001 Horizon Service Desk — Service Description Dimensions
PRO/HSD/016 23 22/09/06 Incident Management Team Complaints
Procedure
SVM/SDM/SD/0016 1.0 Management Information Service — Service I Dimensions
Description
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
Abbreviation Definition
HPC High Profile Complaint
HSD Horizon Service Desk
IMT Incident Management Team (HSD)
NBSC Network Business Support Centre (POL)
ITIL Information Technology Infrastructure Library
KEL Known Error Log
MI Management Information
PO Post Office
POA Post Office Account
POL Post Office Limited
SDMs Service Delivery Managers.
SDU Service Delivery Unit
SLT Service Level Targets
SMC ‘Systems Management Centre
SRRC Service Resilience & Recovery Catalogue
SSC System Support Centre
vIP VIP Post Office, High Profile Outlet
A+G Advice & Guidance
BCP Business Continuity Plan
RFC Request For Change
KEDB Known Error Database
MBCI Major Business Continuity Incident
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SCT Service Continuity Team
ocp Operational Change Proposal
ORF Operational Review Forum
CSIP Customer Service Improvement Programme
0.6 Glossary
Term Definition
0.7 Changes Expected
Ce
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.9 Copyright
© Copyright Fujitsu Services Limited 2006. All rights reserved. No part of this document may be reproduced,
stored or transmitted in any form without the prior written permission of Fujitsu Services.
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1 Introduction
1.1 Process Owner
The owner of this process is the POA Service Delivery Team Manager & the HSD Operations Manager.
1.2 Process Objective
The key objective of the process is to ensure effective and efficient management of Customer
Complaints and to ensure:
e Clear documentation of each complaint & the progress of the complaint through the process.
* Complaints are dealt with in accordance with the timescales as detailed in this document.
e Key areas of customer concern are captured and fed into the POA Sense and Respond®
activities.
e Service improvement actions are identified
¢ Provision of MI
e Provision of clear defined roles and responsibilities
e Improved governance
1.3 Process Rationale
This document outlines the management process and guidelines to be followed in the event of a
complaint from a branch.
The aim of the document is to provide a pre-defined process which must be applied to all complaints
received from a branch.
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2 Mandatory Guidelines
The following guidelines should be adhered to.
e The Post Office Horizon Service Desk IMT should be the entry point for standard complaints into
the Fujitsu Services domain. Any standard complaint received directly by any other person
within POA should be referred to the IMT for logging and processing in accordance with the end-
to-end standard complaints process.
e When complaints are passed to IMT and in turn SDMs, they should be fully investigated and a
clear response given within the timescales detailed on the complaints form.
« Standard complaints should be processed within 4 working days, unless otherwise specified by
NBSC on behalf of Post Office Ltd.
e High Profile complaints should be processed within 8 working hours unless otherwise specified
by Post Office Ltd.
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3. Definitions
3.1 Standard Complaint
A complaint is a formal notification by a branch that they are dissatisfied with the Service or the
Customer Experience provided by Fujitsu Services. Complaints can be raised against any aspect of any
Service, and can include complaints about:
e Horizon Service Desk — advice provided, agent behaviour, management of expectation
e Engineering - arrival time of engineer, service provided, resolution to fault, spares
management, engineer behaviour
« Incident Management —- speed of resolution & customer experience — timeliness of updates,
management of expectation.
e Technology — reliability of branch hardware infrastructure, system performance
The majority of standard complaints are logged via POL NBSC, who are responsible for managing the
complaint within POL and where appropriate providing feedback to the branch. Not all complaints require
feedback, as branches can log complaints for information only or request that the complaint is formally
investigated by Fujitsu Services. Regardless of whether feedback is required or not, all complaints are
passed to IMT by Post Office Ltd to ensure that they are captured for MI.
The standard complaints process is detailed under section 4.1
3.2 High Profile Complaints
Some complaints are categorised as High Profile Complaints (HPC), which indicates that senior
management within POL are aware of the allegations and will be copied on the completed investigation.
AHPC can be logged through several methods for example, via “Tell Alan” email to Alan Leighton, MP.
escalation or POL Senior Management escalation. High Profile Complaints are managed within POL by
the appropriate Service Manager, who is responsible for compiling the formal response. Not all HPC.
require investigation by Fujitsu Services, however when applicable, the response must be turned around
within 8 working hours.
The high profile complaints process is detailed under section 4.2
3.3. Management Information Definitions
3.3.1. Complaint Logging
The definitions below categorise the complaint when it is passed to Fujitsu Services, and is provided to
POL when the complaint is emailed to IMT.
3.3.1.1 For Information Only
For Information Only complaints, the branch has contacted the NBSC to log the complaint, however has
not requested any further investigation. For Information Only complaints are added to the spreadsheet
for MI purposes only. Some HPC are also passed to Fujitsu Services For Information Only, and these
are captured on the same spreadsheet, however are marked as HPC.
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3.1.1.2 Duplicate Complaint
Branches sometimes contact the NBSC on multiple occasions regarding the same complaint. The
NBSC record this contact; however do not pass the complaint to Fujitsu Services for inclusion in the
spreadsheet. MI for Duplicate complaints is passed to IMT by Post Office Ltd.
3.1.2 Complaint Closure
Once a complaint passed for investigation has been reviewed by the SDM, it is classified as either
Justified or Not Justified, before return to NBSC, via IMT or directly to the POL Service Manager, in the
case of HPC.
3.1.1.1 Justified Complaint
Acomplaint is classified as Justified if following investigation Fujitsu Services agree that the branch had
cause to complain and that the Service provided was unacceptable.
3.1.1.2 Unjustified Complaint
A complaint is classified as Not Justified if following investigation Fujitsu Services have evidence to
demonstrate that the service provided to the branch was of an acceptable standard, although areas for
improvement may exist.
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4 End-to-End Complaints Processes
4.1 Standard Complaints Process Flow
This is the process which should be followed for Standard Complaints, as defined in section 3.1. The
turnaround time for a standard complaint is 4 working days, unless otherwise specified by NBSC.
Complaints Process
POL NBSC
START
NBSC complaints
process, NB in the event
‘of escalation — complaint
returned to IMT, who
pass to POA SDM
HSD IMT
IMT update
> complaints stats
spreadsheet
——
End )
IMT update
complaints stats
spreadsheet
x
‘Comments
returned to NBSC.
TNT update
complaints stats
Investigation into
‘complaint inflated
¥.
Investigation
complete. Form
‘emalled to POA
SOM
POA SDM / Team Manager
¥. -
POA SDM reviews
‘complaint and
confirms whether
justified or not
‘Comments
returned to
IMT
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4.1.1 Process Definition
Complaint received by NBSC Branch believes that he / she has reason to complain about the service provided I Branch
. . by Fujitsu Services and has raised complaint via NBSC or alternative means as
pomplaint received by SDM / SDM Team detailed under section 3, and complaint has been passed to SDM.
If complaint has been passed to SDM, then proceed to box Complaint emailed to
HSD-IMT for investigation.
Can complaint be closed by POL? In some cases the Branch raises a duplicate complaint against the same I NBSC
incidence of dissatisfactory service. The NBSC closes this complaint as all
investigation will be completed against the primary log of the complaint.
Complaint closed and emailed to IMT for I The Branch does not always want every complaint investigated and in this I NBSC
information only circumstance, the complaint is logged and passed to IMT for information only and
inclusion in the MI.
Complaint emailed to HSD-IMT for I The Branch has requested that the complaint is formally investigated and the I NBSC
investigation NBSC email the complaint form to HSD-IMT Mailbox. hsd.imt
SDM // SDM Team Leader
IMT updates complaints spreadsheet
Upon receiving a complaint for which no further action is required, IMT populate
the complaints spreadsheet with the details, in accordance with PRO/HSD/016
HSD IMT
IMT update complaints stats spreadsheet I IMT update the standard complaint form template with the details of the I HSD IMT
& creates complaint form. Investigation I complaint, and investigate the detail around the complaint, capturing details of
into complaint initiated and from calls logged in the Incident Management system.
Investigation complete. Form emailed to I Once the background information around the complaint has been investigated I HSD IMT
POA SDM and entered into the complaints form, IMT email the form to the SDM aligned to
the service area of complaint as detailed in section 8.1. The IMT also update the
complaints spreadsheet to track the progress of the complaint
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POA SDM reviews complaint and The SDM reviews the detail of the complaint and investigates further with internal I POA SDM
confirms whether justified or not. and external SDUs if appropriate. The SDM identifies if the complaint is justified
or not, updating the form.
In the event that the complaint is justified, the SDM should identify potential
Service Improvements or Service Improvements currently in progress which will
address the area of complaint. These improvements should be detailed on the
complaint form and where appropriate added to the Service CSIP register, for
discussion at the appropriate ORF.
Did complaint originate from NBSC The SDM determines if the complaint originated from NBSC POA SDM
Comments returned to IMT If the complaint did originate from NBSC, the SDM returns the updated form to I POA SDM
IMT
Comments returned to POL (IMT cc’d) If the complaint did not originate from NBSC, the SDM returns the updated I POA SDM
complaint directly to the originator in POL, cc’ing IMT.
IMT update the complaints spreadsheet Upon receiving the completed complaints form, IMT populate the complaints I HSD IMT
spreadsheet with the details, in accordance with PRO/HSD/016
Comments returned to NBSC IMT return the completed complaints form to NBSC IMT
NBSC complaints process. NB in the NBCS process the complaint in accordance with their internal processes to I NBSC
event of dispute — complaint returned to I provide feedback to the Branch.
IMT, who pass to SDM Team Leader
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4.2 High Profile Complaints Process
This is the process which should be followed for Standard Complaints, as defined in section 3.1. HPC
have a turnaround time of 8 working hours, when received by the Fujitsu Services SDM.
High Profile Complaints Process
POL Service Manager HSD IMT POA SDM / Team Manager
(start)
x
HPC complaint
receved
xX
<Fustsu comment >
No require? ~~ yes
a tL
‘Complaint
emalled to
appropriate
Fujitsu
Services
‘SOM
x.
IMT update POA SDM investigates
>I complaints stats ‘complaint and confirms
spreadsheat whether justfied or
not
OE Full detais of
(end complaint, rationale of
. decision, and f
appicable, proposed
service Improvements
returned to POL
Service Manager. IMT
cd
_ x x.
POL Service
IMT updat
RE comple state
land processes in speecenert
accordance with POL
HPC process
—
(ea)
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4.2.1. Process Definition
I Box Title
HPC Received
‘High Profile Complaint received within POL and passed
to POL Service Manager
POL Service Manager
Is Fujitsu comment required?
In some cases there is no requirement for Fujitsu Services to comment on HPC.
POL Service Manager
Complaint emailed to HSD-IMT for MI
purposes. Complaint should be clearly
marked HPC & FIO
When there is no requirement for Fujitsu Services to comment on the HPC, the
POL Service Manager should email the complaint to HSD-IMT
ii ) for inclusion in the complaints MI. The email should
clearly state that the complaint is High Profile and For Information Only.
POL Service Manager
IMT updates complaints spreadsheet
Upon receiving a complaint for which no further action is required, IMT populate
the complaints spreadsheet with the details, in accordance with PRO/HSD/016
HSD IMT
Complaint emailed to appropriate Fujitsu
Services SDM
Fujitsu comment on the HPC is required and the complaint is passed via email to
the appropriate Fujitsu Services SDM, as detailed in section 7.1
POL Service Manager
POA SDM investigates complaint and
confirms whether justified or not.
The SDM investigates the HPC with internal and external SDUs if appropriate.
The SDM identifies if the complaint is justified or not.
In the event that the complaint is justified, the SDM should identify potential
Service Improvements or Service Improvements currently in progress which will
address the area of complaint. These improvements should be added to the
Service CSIP register, for discussion at the appropriate ORF.
POA Service Delivery Manager
Full details of the complaint, rationale or
decision and if applicable proposed
service improvements returned to POL
Service Manager, IMT cc'd
The POA SDM returns full details of the complaint investigation, rationale for
decision and service improvements to the POL Service Manager. IMT cc’d on the
mail & asked to add the complaint to the MI.
POA Service Delivery Manager
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IMT update the complaints spreadsheet
Upon receiving the completed complaints details, IMT populate the complaints
spreadsheet with the details, in accordance with PRO/HSD/016
HSD IMT
POL Service Manager reviews details of
complaints and processes in accordance
with POL HPC process
POL Service Manager processes the complaint in accordance with internal
processes.
POL Service Manager
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5 Disputed Complaints
In the event that Post Office is not satisfied with the classification of the complaint as justified / not
justified or with the explanation of the events, the complaint should be passed to Fujitsu Services
Service Delivery Team Manager for further investigation.
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6 Management Information
MI on the complaints is produced on a monthly basis and is published in the Fujitsu Services Service
Management, Service Review Book as detailed in the Management Information Service — Service
Description (SVM/SDM/SD/0016).
The information provided consists of the following:
e Total number of complaints relating to Fujitsu Services
e Number of complaints excluded by NBSC as Duplicate complaints
« Number of complaints passed to Fujitsu Services
e Number of complaints passed to Fujitsu Services For Information Only
e Number of complaints classified as Not Justified
e Number of complaints classified as Justified
Commentary is provided on the complaints covering the nature of the complaints, top services areas of
complaint & the actions Fujitsu Services are taking to resolve/ reduce complaints, including any updates
on previously reported actions.
A table of the justified complaints is included in the Ml, and published in the SRB, however the full
spreadsheet tracking the complaints can be provided on request.
Any requests for MI should be passed to the Service Delivery Team Manager.
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7 Roles and Responsibilities
This section defines the roles and responsibilities individuals and teams have within the End-to-
End Customer Complaints Process
7.1 NBSC
The NBSC is responsible for receiving the complaint from the Branch and all internal POL processes
relating to the standard complaint process. The NBSC are also responsible for passing the complaint to
IMT.
7.2 POL Service Manager
The POL Service Manager is responsible for passing High Profile Complaints to the Fujitsu Services
Service Delivery Manager when comment is required, or emailing to IMT when the complaint is for
information only.
7.3 IMT
IMT owns the responsibility for receipting standard complaints from the NBSC and for managing &
tracking the progress of the complaint through the complaints process.
IMT are also responsible for the initial investigation into the background of a standard complaint, and if
required in the process, for providing this information to the Service Delivery Manager.
7.4 Service Delivery Manager
The POA Service Delivery Manager is responsible for the final stage of investigation of the standard
complaint and for identifying if the complaint is justified or not.
In the event of a HPC, the SDM is responsible for providing a response to the appropriate POL Service
Manager within 8 working hours. The SDM must also ensure that IMT is cc’d on any correspondence to
allow the HPC to be captured for MI purposes.
7.5 Service Delivery Units
The Service Delivery Manager may well contact the SDUs for further information regarding the
complaint. The operations manager for the SDU should provide all information and investigate further if
requested by the SDM
7.6 Service Delivery Team Manager
In the event that the outcome of any complaint is in dispute, escalation to the SD Team Manager should
occur. The SD Team Manager will then discuss internally and with POL to reach a conclusion to the
dispute.
The SD Team Manager will also provide commentary on the MI produced by the IMT on a monthly
basis. This will be included in the Service Review Book and sent to the POL Contact Centre Service
Monitoring & Reporting Manager for inclusion in the monthly report to the POL executive team.
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8 Appendices
8.1 Contact Details
EXAMPLE ESCALATION
AREA OF RESPONSIBILITY COMPrAINGE oi CONTACT DETAILS BACK UP
Banking and Online Services _I Online Service outages I Mike Stewart Mike Woolgar
(Inc: DVLA, Debit Card, EPAY)
41st point of 2" point of contact
contact
GRO
Branch Network Services Branch Network tanmits I! GRO I Mike stewart
Communications issuesI H . I
2" point of contact
APS/TPSISAPIPOLFS, LFS _ IFiles Not delivered, Datal Kirsty WalmsleyI Mike Woolgar
Transfer
1 Point of 2" point of contact
Contact
Engineering Engineering ETA I lan Venables I Adam Parker
I Point of contact “I 2° Point of Contact
OBC Escalations OBC job going wrong/ I lan Venables Chris Bourne
press involved /unhappyI
Branch 2” Point of Contact
HSDISMC/PostShops _IAdvice provided by HSDI Paul Gardner
‘AREA OF RESPONSIBILITY CONTACT DETAILS
IMT HSD
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